LACK of communication

My Fiance checked in my phone at Samsung repair centre Constantia park on 17/02/2015. My phone overheated and seems like the main unit blew as the phone was completely dead. He was told someone would call us with an update. He tried calling them yesterday 25/02/2015 but no answer. I called them today 26/02/2015 and found out that they had no parts to fix my phone and that they have ordered parts but could not give me an eta on when the parts would arrive. First of all why should I call Samsung TEN days after having my phone with them to find out what was happening??? Second of all I do not know when the parts have been ordered and no one can tell me when it will be arrived or when I will EVER have my phone back. Then I was told someone will call me with an eta.... ya right! Or does this in actual fact mean when I call them again I can found out an eta cuase no one sure bothers to call you! I am really disappointed with the lack of communication!